A couple want to go to Abu Dhabi for five days in October. They would like a luxury hotel with a great pool area, but also some advice from the agent on things to see and do.
Budget: £2,000.
Verdict: The winning agent was thorough and enthusiastic, and built up a great rapport with the Mystery Shopper
View Mystery Shopper: Nottingham travel agents tested on Abu Dhabi in a larger map
Flight Centre
9 Wheeler Gate
Score: 63%
I was greeted immediately on entering this rather dusty shop. The agent asked most of the right questions but failed to check my budget.
There were quite long silences while she searched on her computer, so we didn’t build up a rapport and her computer screen was turned away so I couldn’t see what she was researching.
She quoted me £1,536 for five nights at Le Meridien and flights with Etihad, departing October 8. The price was competitive and the flight arrived at a convenient time, but I would have liked to have been asked to approve the hotel first.
The agent also offered a half-day Desert Wonder tour for £142 but I was not given a brochure or any further information about it. The agent did not offer to follow up my enquiry.
Thomson
20 Long Row
Score: 69%
The agent in this busy shop was outgoing and friendly throughout our consultation. She gave me quotes for four hotels, all within my budget, and said there were lots of other possible properties.
When I asked for her recommendation she said the hotels were all nice and it was down to personal preference, so I should research them myself. I would have preferred her to help me narrow down the choice by showing me pictures and telling me about facilities.
The quotes were rather confusing, as there were three departure dates, direct and indirect flights and four hotels. However, I was given a brochure and a Gazetteers guide to Abu Dhabi, and the agent was keen to quote for parking and transfers too.
Thomas Cook
3 Long Row
Score: 86%
This agent was happy to spend time with me, was interested in my requirements and made additional conversation. She made positive comments, saying the hotels and airlines were fantastic, and asked lots of questions about what I wanted.
She seemed knowledgeable about the area, but also asked colleagues for opinions about airlines that they had flown with recently.
After initially suggesting both the Desert Island Resort & Spa and the Hilton, the agent recommended the latter once she’d identified that we preferred a central location.
The quote was £1,899 for an upgraded sea-view room with Thomas Cook Signature, flying with Etihad on October 8. The agent took my details and followed up the booking with a call.
Ilkeston Co-op Travel
14-16 Wheeler Gate
Score: 87%
This friendly, enthusiastic agent asked all the right questions and did a lot of research to find me a holiday at the best price. She looked at various flight times and checked prices with three operators.
To highlight hotel facilities, she used brochures and the properties’ websites. Through Kuoni she offered the Hilton for £1,840 and the Shangri-La for £2,250. I preferred the latter, although it was over budget.
The agent advised that private transfers were just another £20 and that airport parking would be £61. She looked into excursions and offered a Big Bus Tour for £36.
She built a great rapport. The agent took my contact details as she wanted to check prices with Virgin. But the agency lost marks because I wasn’t approached and had to ask for help.
Winning agent: Gemma Hague, assistant manager
“I’ve worked at this agency for six years, but I was promoted to assistant manager just three weeks ago so it’s lovely to have won.”
Abu Dhabi tips
- Tradition and modernity combine in the UAE’s wealthy capital, with mosques and skyscrapers sitting side by side. UK visitor numbers rocketed by 22% in 2010 as Brits wised up to its charms.
- Etihad flies 21 times a week from Heathrow to Abu Dhabi International and will double its frequency to twice-daily from Manchester in August.
- There is already a host of high-end hotels, and more on the way, from Rocco Forte, Angsana, Westin, Park Hyatt, St Regis and Mandarin Oriental.
- Highlights include the Sheikh Zayed Grand Mosque, Ferrari World and adventures in the desert. Cultural developments on the way include Abu Dhabi branches of the Louvre and the Guggenheim.
- For more on Abu Dhabi, turn to page 37 or log on to Gazetteers.com